This was a speech given at the Jamaica Customer Service Association award function in November, 2007 by Francis Wade. In this speech I make a case for the new focus on customer experience, and how it opens new avenues for companies across the region who serve local customers primarily.

1. Francis Wade Framework Consulting November 21, 2007 JaCSA Conference 2007 Respecting Jamaican Customers By Delivering A New Experience

2. Good Caribbean service for the average man?

3. You want a new angle or approach to improve customer service in your company

4. Customers are expecting more, from all interactions

5. Prepare employees & companies to deliver a total experience

6. Implement a company-wide focus on Experience

7. “ Experience ” is easy to learn and relate to

8. Excellent service is impossible to find for most

9. Excellent single experiences are easier to find

10. Excellent experiences can be built and implemented by companies

11. Empathetic employees and companies can deliver precise emotional results

12. They must understand the 3 kinds of service experience: “Tourist Service”

13. “ Friend Service”

14. “ Res’ a Dem Service”

15. They must create a context in which strangers can become friends

16. They know that their managers’ Emotional Intelligence limits what their customers can experience

17. Every touch-point is important

18. Customers form their impressions from the totality of touch-points

19. They are ALL opportunities or channels to deliver the experience

20. Service breakdowns are opportunities to reinforce the experience

21. What touch-points do our customers experience?

22. How can employees and companies be prepared?

23. Our customers don’t get what they want

24. Implement a focus on experience

25. Respecting Jamaican customers by delivering an experience

26. Experience First! Francis Wade Framework Consulting Inc. www.fwconsulting.com